Smash repairers and insurers

Smash repairers and insurers in dispute over smash repairs can seek the assistance of the Victorian Small Business Commission to resolve the dispute.

The voluntary Motor Vehicle Insurance and Repair Industry Code of Conduct (the Code) provides for the mediation of smash repairer disputes between insurers and repairers by the Victorian Small Business Commission (VSBC).

You can learn more about this service on the dispute resolution process webpage.

In the event that mediation between the smash repairer and insurer has failed, under the Code, the VSBC is an approved determination provider. This means the VSBC can appoint a determiner to make a final decision to conclude a dispute.

The cost of a smash repair determination is set by the independent determiner appointed by the VSBC and this cost is to be paid by the smash repairer and the insurer. The cost to parties can be significant, as it is based on the time and effort by the determiner to meet their obligations under the Code.

You can read more about the determination process and how to apply by visiting the determinations webpage.

Dispute resolution assistance for small business smash repairers

Small business smash repairers in dispute with other businesses or government, or involved in a retail leasing or franchising disputes, can apply to the Victorian Small Business Commission for assistance to resolve their dispute. You can read more about this assistance on our webpage about assistance for small business owners.

More information

For more information, you can speak with a member of our team by calling 1800 878 964 or emailing us.